Customer Service: Trivia Quiz On Shipping And Sales!

12 Questions

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Customer Service: Trivia Quiz On Shipping And Sales!

Welcome to the customer service trivia quiz on shipping and sales! Customer service is an important part of a business as it is the group that deals with issues that clients have when it comes to their order or something that goes wrong from the time, they purchase it to the time they use it. This group can also help in improving business coverage. Take this test and see if you are a valued addition to the company.


Questions and Answers
  • 1. 
    Pre-Sell Complete means the order has been processed and shipped. There will be a tracking # and you can track the progress of the order.
    • A. 

      True

    • B. 

      False

  • 2. 
    Shipping costs are calculated AFTER coupons have been applied so if the coupon takes the cart total down a threshold level then the cost of shipping goes up.
    • A. 

      True

    • B. 

      False

  • 3. 
    A customer calls in and states that they would like to track their order and see where their package is located. What do you include in this customer's case note?
    • A. 

      Why the customer called, where the package is located when the customer is expected to receive the package and any other important information that may be helpful for the next CSR that may open this order.

    • B. 

      It is not necessary to put a case note into this order, the customer does not need a replacement, credit, trace or any other related work item.

    • C. 

      Very brief and little detail about why the customer called. All we want to know is that they did call, not necessarily what the call was about and what you did to help the customer.

  • 4. 
    As a Customer Service Representative, I am NOT allowed to park in the North Parking Lot and enter through the Distribution Center Associate Entrance.
    • A. 

      True

    • B. 

      False

  • 5. 
    During our busy season, how long could it take for a return credit to be processed for a customer?
    • A. 

      3-5 business days

    • B. 

      14 days

    • C. 

      Up to 5 weeks

    • D. 

      Up to 4 weeks

  • 6. 
    A customer would like to initiate a return because the item that she received was damaged. After you initiate the return for the customer you MUST request a credit for the shipping cost because the item was damaged and the customer should not be charged for this.
    • A. 

      True

    • B. 

      False

  • 7. 
    A customer that is sending back an item for an exchange will be refunded for the cost of goods on their original order when return is processed.
    • A. 

      True

    • B. 

      False

  • 8. 
    Leaving work when ill does not count as an occurrence.  
    • A. 

      True

    • B. 

      False

  • 9. 
    You can help a customer make a substitution for a zero picked item by:
    • A. 

      Emailing Abi

    • B. 

      Canceling the order and placing a new one

    • C. 

      Using the line item update button

    • D. 

      Calling ext 8503

  • 10. 
    If there is a trace investigation on an order, when will the customer receive a credit if that is what they prefer? 
    • A. 

      Upon completion of trace

    • B. 

      3-5 business days

    • C. 

      When UPS gives the green light

    • D. 

      6-8 business days

  • 11. 
    In an unsuccessful transaction who actually rejects the transaction? 
    • A. 

      CyberSource

    • B. 

      BuySeasons

    • C. 

      The financial institution

    • D. 

      None of the above

  • 12. 
    A customer from Canada calls in and you find that she needs a replacement order. What shipping method are we able to use for her?
    • A. 

      Canada Post

    • B. 

      Worldwide Express (1-3 Business days

    • C. 

      Worldwide Expedited (2-5 business days).

    • D. 

      UPS Express Saver